Description

Summary

The Opportunity

Join Hyatt's dynamic Franchise Operations team as the Director, Franchise Operations Performance, Lifestyle. Reporting directly to the Head of Franchise & JDV Brand Operations, this role is pivotal in driving brand identity, operational excellence, and franchise performance across the Americas. The role is responsible for maintaining brand integrity and operational consistency across all Lifestyle Franchise properties, ensuring each delivers the expected guest experience without compromise.

In this role, you'll collaborate closely with the Americas Operation Hub, leveraging Operation performance leads to implement best practices from the Franchise Owner Relations Group to ensure the seamless integration and elevation of the Lifestyle brands. You will also partner closely with TLG marketing, brand and commercial services teams to drive unified brand messaging and commercial strategy across all franchise properties.

Who We Are

At Hyatt, we believe in the power of belonging and cultivating a culture of care. Our teams are passionate about diversity, equity, and inclusion, and we are committed to nurturing curiosity, building connections, and delivering exceptional guest experiences across our global portfolio.

Why Now?

This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care for Our People

Our purpose sets us apart-to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We're proud to have earned a place on Fortune's prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to how our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

We're proud to offer exceptional corporate benefits which include:

Annual allotment of free hotel stays at Hyatt hotels globally.

Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center.

A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption.

Paid Time Off, Medical, Dental, Vision, 401K with company match.

Our Commitment to Diversity, Equity, and Inclusion

Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board-from whom we hire and develop, the organizations we support, and whom we buy from and work with.

Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together. To learn more about our commitments to DE&I, please visit the Why Hyatt section of the Hyatt career page.

Who You Are

As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and seek various opportunities to develop personally and professionally.

We are seeking a dynamic and results-driven leader with a robust Food & Beverage (F&B) background and strong marketing expertise to oversee and enhance performance across our Lifestyle Franchise portfolio. This individual will play a pivotal role in driving operational excellence, strengthening brand identity, and fostering meaningful relationships with both guests and operators.

Key Responsibilities

Driving Franchise Performance
• Oversee franchise hotel operations, providing strategic guidance and hands-on support to owners and operators.
• Hold stakeholders accountable for operational excellence, brand compliance, and sustained financial and guest satisfaction performance.
• Utilize performance analytics to identify trends and opportunities, ensuring consistent alignment with brand goals.

Operational & Performance Support
• Leverage data insights to identify opportunities for improvement and create actionable plans for underperforming properties.
• Support escalated operational issues, guiding owners and operators toward effective resolutions.
• Lead special initiatives to optimize hotel performance through enhanced service delivery and operational innovation.

Food & Beverage Leadership
• Serve as the key advocate for culinary and beverage excellence across all Lifestyle Franchise properties.
• Partner with property and brand teams to enhance restaurant concepts, menu development, and beverage programming.
• Ensure consistency in brand service standards, ambiance, and guest experience within all F&B outlets.
• Identify opportunities to drive F&B revenue, elevate dining experiences, and strengthen the hotel's position within local markets.

Marketing & Brand Strategy
• Collaborate closely with marketing and commercial teams to develop and execute targeted campaigns that drive awareness, engagement, and repeat business.
• Ensure F&B concepts and programming are effectively marketed to attract both hotel guests and local clientele.
• Champion the storytelling of each property, aligning local initiatives with overarching brand positioning.

Customer Experience & Retention
• Champion exceptional guest engagement by promoting initiatives that drive loyalty and repeat visitation.
• Partner with properties to enhance service touchpoints, ensuring memorable, personalized experiences that reflect brand values.
• Analyze guest feedback and implement strategies that strengthen satisfaction and long-term relationships.

Relationship & Operator Management
• Build and maintain strong, trust-based relationships with franchise owners, operators, and leadership teams.
• Serve as the primary point of contact for operational guidance, performance discussions, and strategic alignment.
• Ensure operators are fully engaged in upholding brand standards and delivering the desired customer experience.

Brand Identity & Culture
• Lead the rollout and reinforcement of brand standards, service culture, and operational tools across the Americas.
• Act as a brand ambassador, inspiring internal and external stakeholders to embody brand values and excellence.

Onboarding, Training & Continuous Improvement
• Lead onboarding and opening processes for new franchises, ensuring seamless integration and brand readiness.
• Conduct property visits to monitor performance, share best practices, and deliver actionable feedback for continuous improvement.
• Support a culture of learning and innovation through collaboration and shared success.

Qualifications

Experience Required:
• Strong background in Food & Beverage operations, ideally with lifestyle or luxury hospitality brands.
• 5+ years of experience in hospitality with a strong multi-disciplinary background
• Demonstrated experience in marketing strategy, brand positioning, and guest engagement initiatives.
• Proven success in franchise, multi-property, or regional operations.
• Exceptional relationship management and communication skills with the ability to influence diverse stakeholders.
• Analytical mindset with the ability to interpret data and translate insights into strategic action.

The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

The salary range for this position is $190,000 - $210,000.

The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate

We welcome you:

Research shows that individuals tend to apply to jobs, only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We'd love to consider your unique experiences and how you could make Hyatt even better.

Research shows that individuals tend to apply to jobs, only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We'd love to consider your unique experiences and how you could make Hyatt even better.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status